The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model
Chun-Yan Li, De-Quan Yue
Available Online December 2016.
- https://doi.org/10.2991/icwcsn-16.2017.90How to use a DOI?
- Queuing model; Multi-skill call center; Steady-state probabilities; Service level; Staffing problem.
- This paper studied the staffing problem of a multi-skill call center in N-design. In this model, there are two types of customers and two groups of servers who have different skills. We proposed a new state space division method, according to the different state of each agent groups, dividing the infinite number of system states into several finite state sets, and obtained the state-transition rates. Then, we established equations for the steady-state probabilities of the system. Finally, we obtained the computational formula for the service level and we established the staffing calculation model for optimal number of the agents in each group, we adopted the implicit enumeration method to find the solution.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Chun-Yan Li AU - De-Quan Yue PY - 2016/12 DA - 2016/12 TI - The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model PB - Atlantis Press SP - 427 EP - 432 SN - 2352-538X UR - https://doi.org/10.2991/icwcsn-16.2017.90 DO - https://doi.org/10.2991/icwcsn-16.2017.90 ID - Li2016/12 ER -